Global Escalation Manager

About the role

The Global Escalation Manager owns the complete lifecycle of complex escalations, guiding cases from initial detection to closed resolution. This role safeguards customer trust during sensitive situations while ensuring strict adherence to Unit4 standards. Your decisions and actions will define how issues move through our system and shape the overall escalation experience.

Key facts

What you will do

Coordinate intake activities to capture escalation details and confirm initial scope with precision.

Chart the path of each case, tracking progress and adjusting plans when timelines risk slipping.

Champion client perspectives by responding directly when requests fall outside policy or justification.

Forge solutions with Unit4 managers and team leaders to keep commitments realistic and attainable.

Map patterns in incoming issues to spotlight opportunities to prevent repeats across our portfolio.

Define and refine the Case Escalation process so that rules, roles, and steps remain clear and current.

Analyze reports to expose trends, volumes, and outcomes that reveal systemic strengths and gaps.

Decode root causes behind customer friction and translate insights into practical next steps.

Orchestrate resources with departments worldwide so each engagement receives timely support.

Set exit criteria with customers early, then guide them back to standard procedures once criteria are met.

Requirements

You handle delicate conversations with calm, clear language that respects all parties involved.

You communicate fluently in English, both in writing and during live discussions.

You bring hands-on experience managing escalations through to closure.

You interact with warmth and professionalism, building rapport through strong interpersonal skills.

You organize your own schedule, balancing multiple demands and honoring firm deadlines.

You solve problems with a practical mindset, favoring actions that work in real conditions.

You stay composed under pressure, maintaining quality when timelines tighten unexpectedly.

You notice small details and organize information so that nothing critical slips through.

You bring international or global business exposure that helps you navigate varied contexts.

Who we are

We are a people-first community that nurtures all the areas that surround your working experience. With us, you will be surrounded by a high-performance team that supports your authentic self and celebrates your uniqueness.

We believe that "How work should feel" is an evolving statement. Work goes beyond tasks and everyday responsibilities; it is about feeling valued, empowered, promoted, impactful, seen, and appreciated.

We are reimagining how work makes people feel.

What we offer

A culture built on trust and accountability, giving you the freedom and autonomy to be successful and make an impact.

Balance through our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits.

Growth opportunities-we provide the tools and guidance required so that you can focus on what truly matters to you and achieve your best work.

Talented colleagues, role models, and mentors-work, learn, and be inspired by some of the best talent in the software industry.

A commitment to sustainability-with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme.

A safe and inclusive working environment-supported by our Employee Resource Groups, which are open to all.

Our commitment to equity

Unit4 is committed to ensuring equal opportunity for everyone. We make our hiring decisions solely based on skills, qualifications, and our current business needs. We know that diversity brings fresh perspectives, ideas, and solutions to our company. This is the essence of our culture. We also welcome and encourage people who are pregnant and/or parents-to-be to apply.

• Our focus to DEI remains central to who we are
• Inclusive hiring at Unit4: Building equal opportunities for all

This role may require security clearance for customer projects and access to sensitive customer data. That means that after you accept our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information, including criminal record declarations, right to work, personal identification, and work history. No worries-we will handle it according to local privacy laws and keep your information safe. Questions? Feel free to reach out!

Meet Unit4

With over 40 years of heritage, we are an agile, fast-growing Cloud company on a mission to redefine Enterprise Resource Planning (ERP) for mid-market people-centric organizations.

With our innovative, self-driving, adaptive, and intuitive software, our customers can spend more time on meaningful high-value work.

At the heart of what we do lies a simple yet profound purpose: Improve how people work by focusing on what truly matters. This powerful statement enables different priorities for different people.

We are shaping how work should feel, and we empower our people by providing them with the right tools to achieve the autonomy they need-it is what makes us unique.